Comment Re:big freakin woop, their support still sucks (Score 1) 60
I've had to contact them twice recently, both regarding fairly 'tricky' subjects in my opionion. SAN Multipathing and how that interacts with raw devices, lvm and Oracle. All to do with SAN problems in a RAC environment.
Both people I spoke to were exceptionally helpful.
In fact, the whole thing was great :
- I was put straight through after going through their automated call menu.
- Limited amount of 'can I take your details', just my entitlement number required.
- I'm in the UK and the agents were european...dutch and german respectively at my guess but both spoke excellent english and, more importantly, had no trouble understanding mine.
- I was not palmed off to anyone, the people who answered the calls were the ones who helped me with my issues - and as I said these were fairly non trivial items (but not quite kernel dumps admittedly). They had to go look some things up but I was not put on hold or transferred away.
- They went outwith the scope of RH support when they realised the overall problem I was having was in an Oracle environment and gave advice on how they'd seen similar setups operating or how working systems differed config wise.
- Weren't afraid to quiz *me* about things I'd told them which either didn't make sense or were a bit vauge. I was often the one 'uhmming and ahhing' about their questions..which is a change from usually being able to wrap support reps up in knots.
- Overall polite and very helpful, I felt more like I was chatting to a colleague at the desk next to me rather than a stranger on the phone.
This sounds a bit like a redhat pr stunt, but it's not. Perhaps my problem wasn't as big as the ones you've tried but in both cases I was very happy.
The first time I called was as an absolute last resort (and was basically only because the company ordered me to so they could tick a box - stuff was broken, I had done everything correctly as far as I could tell but the project needed confirmation that I wasn't an idiot) and I was expecting the usual indian call centre, palmed off, phoned back, poor english, 1st line only tech. Pleasantly surprised when I got through to somone who within 2 minutes was talking at my level about the problem and being constructive about solving it.
Each call lasted ~ 1 hour...
So..I don't know, I think its great but have you go an example where it wasn't? I'm happy to call them these days but if there is a situation or scenario where the support *isn't* as good as I've experienced I'd be interested to hear about it. My company was also very happy and I suspect for larger projects they'll be quick to run alot of things past redhat support (even when they're working) just to get the 'yes we support that, you're doing it right' tick in the box.
Kev
Both people I spoke to were exceptionally helpful.
In fact, the whole thing was great :
- I was put straight through after going through their automated call menu.
- Limited amount of 'can I take your details', just my entitlement number required.
- I'm in the UK and the agents were european...dutch and german respectively at my guess but both spoke excellent english and, more importantly, had no trouble understanding mine.
- I was not palmed off to anyone, the people who answered the calls were the ones who helped me with my issues - and as I said these were fairly non trivial items (but not quite kernel dumps admittedly). They had to go look some things up but I was not put on hold or transferred away.
- They went outwith the scope of RH support when they realised the overall problem I was having was in an Oracle environment and gave advice on how they'd seen similar setups operating or how working systems differed config wise.
- Weren't afraid to quiz *me* about things I'd told them which either didn't make sense or were a bit vauge. I was often the one 'uhmming and ahhing' about their questions..which is a change from usually being able to wrap support reps up in knots.
- Overall polite and very helpful, I felt more like I was chatting to a colleague at the desk next to me rather than a stranger on the phone.
This sounds a bit like a redhat pr stunt, but it's not. Perhaps my problem wasn't as big as the ones you've tried but in both cases I was very happy.
The first time I called was as an absolute last resort (and was basically only because the company ordered me to so they could tick a box - stuff was broken, I had done everything correctly as far as I could tell but the project needed confirmation that I wasn't an idiot) and I was expecting the usual indian call centre, palmed off, phoned back, poor english, 1st line only tech. Pleasantly surprised when I got through to somone who within 2 minutes was talking at my level about the problem and being constructive about solving it.
Each call lasted ~ 1 hour...
So..I don't know, I think its great but have you go an example where it wasn't? I'm happy to call them these days but if there is a situation or scenario where the support *isn't* as good as I've experienced I'd be interested to hear about it. My company was also very happy and I suspect for larger projects they'll be quick to run alot of things past redhat support (even when they're working) just to get the 'yes we support that, you're doing it right' tick in the box.
Kev
